SMS services reclaimed
If the status of a hosted Sender changes from Active to Verified and/or the 'Destination number is not allocated' error (MSG-037) is returned on your messages, it's likely that the original provider has reclaimed the Sender's SMS services.
To continue using the Sender in Sakari, we can request that the SMS services be returned to us. We require an LOA signed within the last 30 days.
Troubleshooting steps
- Reach out to help@sakari.io
- Provide a signee name, email address and business address for the new LOA*
- Complete and sign the LOA electronically
*The signee should be the current provider's billing contact for the Sender, and/or be recognised by the current provider as having authority over the use of the specific telephone number.
Adding a signee who is not authorised by the current provider may cause the provider to reject Sakari's hosting request.
Once signed, the Sender's status in Sakari will change to Pending and then to Active once the Sender is re-enabled.
Re-hosting should take no longer than the original hosting timeframe and is often faster. If the Sender's status remains 'Pending' for 5 days after you sign the LOA, please request an update from Sakari Support.
Why does this happen?
When a Sender is added to Sakari for SMS via Hosted Messaging, the original provider remains the owner of the SMS services; Hosted Messaging allows Sakari to 'borrow' them, with your permission.
As the owner of the SMS services, the voice provider has the right to reclaim them. It typically occurs as a result of an automated auditing process, but unfortunately, without prior warning.
When Sakari detects this, the Sender's status changes from Active to Verified automatically to prevent chargeable messages from being sent that would not be delivered.
For more on the status of Senders in Sakari, please see What does the Status of a Sender mean?